Trust Business Partners has announced that it has expanded its strategic partnerships through a new agreement with Koopid.
Koopid is an AI-powered customer experience orchestration platform, designed to enable easy self-service customer journeys.
Trust Business Partners will be the face of Koopid in the UK&I, representing the brand through sales and marketing activity, recruiting new channel partners and systems integrators and creating local European strategic vendor alliances.
Koopid’s powerful AI and machine learning models connect siloed channels and deliver a single-brand seamless experience to customers, meeting them in their preferred channel and at their desired interaction pace.
All customer interaction data is persisted and curated for analysing context, automation opportunities, personalizing customer interactions and increasing agent productivity.
Koopid’s technologies can now be integrated into many market-leading contact centre solutions, enabling seamless transitions from AI-driven customer self-service to live human assistance on chat or voice, while providing agents with conversational context together with a record of current and historical interactions.
This delivers an improved customer experience as well as operational benefits across both digital and voice channels.
“Customers today demand well-informed and intelligent conversations and companies are constantly looking at new ways to enhance services while improving time to resolution and reducing cost,” said David Pitts, Founder Partner at Trust Business Partners.
“Koopid is focused on providing seamless end-to-end customer experience management and will enable partner channels to grow additional revenue streams and service customers better.”
“With Koopid, agents can interact with customers simultaneously on voice and digital channels and leverage virtual agents to complete transactions.”
“We believe that with this partnership, customers we will be able to define the future of hyper-personalized customer journeys, resulting in significant improvements in time to resolution and cost of resolution,” said Pitts.
“Koopid’s out-of-the box routing as well as agent desktop software enables agents to provide efficient and informed service through delivering context of current and historical interaction and intelligent agent suggestions,” added Venkatesh Krishnaswamy, CEO, Koopid.
“Our customers have deployed solutions in domains like banking, citizen services, IT services, advisory services, travel, hospitality, healthcare and boutique retail.”
“We hope that this relationship will further extend the significant lead that we enjoy in the communication space, while also expanding the Koopid footprint in the market,” added Krishnaswamy.
Koopid recently collaborated with Avaya on an AI-powered chatbot designed to transform legacy resident–city interactions for several smart city projects in UP and Haryana, India.
The chatbot can address residents’ queries with great accuracy, pulling instantaneously from a vast database of knowledge.
Moreover, the chatbot can relay this information quickly, eliminating the need for long queues and waiting times.
Citizens can interact with the bot for complex form submission services, allowing citizens to type their question into the chat window, receive an instant response from a virtual digital assistant and fill out online forms.
If citizen enquiries cannot be handled by the bot, the chat can be escalated to a human agent, along with the chat history, so that the issue can be addressed without needing to recap previous interactions.